Customer Service Manager

Jose Magana

**************@*****.***•**** CalleZafiro, Newbury Park, CA 91320•805-***-****

Objectives

Collections Representative with over 5 years of Customer Service /Collections experience. Areas of

expertise include conflict resolution and negotiation. Proven ability to handle difficult customer interactions

with tact and diplomacy, meet collection department goals and objectives.Seeking a long term customer

service/collections position in a fast paced call center with the opportunity of growth within the company.

Education

Conejo Valley High School

Newbury Park, CA 91320

High School Diploma Graduated 2004

Experience

Aerotek

Westlake Village, CA 91362

Customer Service RepresentativeMay 2010 – May 2011

Performed inbound/outbound collection calls utilizing a predictive dialer, ranked in the top 5% in the

Collections Department, processing over 100 inbound and outbound calls per day.

Handled inbound collection calls, routed calls to correct departments and resolved customer issues

regarding Home Retention Workout Status meeting daily performance goals.

Responsible for collecting and negotiating payment arrangements on accounts that were 30 to over 365

days of past due, adhering to FDCPA rules and regulations.

Gathering financial information to determine best solutions to avoid foreclosure process and discussing

liquidation options. (Short sales and Deed in Lieu)

Jose Magana

•••

Iqor

Simi Valley, CA

Senior Agent Nov 2005 – May 2010

Documented and maintained accurate and pertinent information on customer accounts.

Resolved conflict, investigated disputed amounts or discrepancies, calculated and issued

associated adjustments.

Efficiently and accurately executed tasks within collection area.

Processed payments and resent satellite signal to ensure that services were reinstated.

Researched and located customers utilizing skip tracing program called Lexis Nexis.

Del Taco LLC Newbury Park, CA 91320

Shift Manager Nov 2004 – March 2010

Jose Magana

•••

Maintain excellent customer service by stressing “the customer comes first” in all weekly

employee meetings.

Oversee inventory control, ordering, food sanitation and quality control of food products.

Train, supervise, motivate, and evaluate employees.

Promoted from Cashier to Team Leader, to Shift Manager based on exemplary job performance.

Skills

• Highly initiative and motivative

• Ability to negotiate with people even in any difficult situation

• Able to work under stressful conditions meeting with guidelines

• Excellent verbal as well as written communication skills

• Highly flexible

• Ability to follow instructions and pay attention to detail

Contact this candidate